Well, I always do read back/repeat back so that wasn't the issue...
After being on hold for 1 1/2 hour AGAIN on 2 phones, we finally got through at the same time (go figure) and confirmed that we do have a room, the problem was that the original CM never entered my or DH's birth date when making the reservation, so that's why we couldn't pull it up on
DCL site. This CM was very confused and said that should never have happened - I guess its lucky that it was still booked under our names without complete info?!
He entered the birth dates and now I can see it on DCL.
He did immediately answer the phone with "we are completely booked" and I was like "yes, I know, I hope I am already included, please help me!!"